Genesys Cloud Release notes

Customer engagement

• Inbound WhatsApp business calling
• Attempt control enhancements
• Automatically end preview interactions after wrap-up

Data, analytics, and reporting

• AI scoring model upgrade for natural-language evaluation questions

Employee productivity

• Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
• Manage user presence in the Communicate mobile app
• Queue ID attribute for embeddable framework click-to-dial

Open platform

• Genesys Cloud Voice phone number redirection for business continuity (US & Canada)
• Greater outbound performance and platform enhancements for BYOC Cloud
• Locale-based date and time display

Self service and automation

• LAM-powered virtual agents in AI Studio

Workforce engagement

• Automated agent scoring in speech and text analytics programs

Deprecations

• Deprecation: agent assistance

Open Platform

• Updated regional feature deployment schedule now in effect

Account Management

• Set default multi-factor authentication (MFA) device for multi-device users
• AuthorizedClientIDs SAML attribute for SSO integrations

Customer engagement

• Support for keyboard type in Apple Messages for Business forms
• Post-flow action in Architect message flows
• Customer intent taxonomy and agent visibility
• Automatically establish a persistent connection when an agent goes on-queue
• WebRTC idle media timeout 

Employee productivity

• Genesys Tempo cross-week shift trading
• Accessibility improvements for conversation initiation
• Agent Copilot queue filters
• Agent Copilot knowledge configuration support

Open platform

• Genesys Cloud Voice in Singapore
• Genesys Cloud Voice in Mexico
• WebRTC phone upgrade opt-in setting
• Seamless reconnections in AudioHook Monitor integrations

Self service and automation

• Introducing Knowledge Fabric

Workforce engagement

• Workforce management main forecast table view

Account management

• Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
• BYOC Premises Edge devices in Edges list view

Customer engagement

• Mobile Messenger support for markdown formatting
• Social direct messages, social post injections, and social post responses allowance increase per AI token
• Create rules based on workitem creation date
• Generate web survey links on demand with an API

Employee productivity

• Domain allow list for emails
• Summaries for consult transfers for Agent Copilot

Open platform

• CX Cloud in Salesforce after-call work component

Workforce engagement

• API to List Past Recognitions
• Real-time agreement rates in evaluation forms
• Reply-To field in email transcripts
• Long-term forecast and schedule generation up to 104 weeks
• Granular evaluation metrics in the Evaluation Aggregate API

Deprecations

• Deprecation: Mobile Messenger legacy Android and iOS code removal

Open Platform

• Updated regional feature deployment schedule now in effect

Customer engagement

• Outbound limit alerts for voice campaigns in the Operations Console
• Set post-call actions for voice calls using public APIs

Data, analytics, and reporting

• Improved native voice transcription accuracy for Spanish dialects

Employee productivity

• Conditional access policy support for Microsoft Entra ID
• Send group voicemail notifications to the group email address
• Add standalone phones to groups for group ring

Workforce engagement

• Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration

Deprecations and announcements

• Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes

Open Platform

• Update to regional feature deployment schedule effective January 12, 2026